Senior Business Process Analyst

OUC - The Reliable One , is presently seeking a Sr Business Process Analyst to join theCustomer Experience & Salesdivision. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations.

We are looking for a collaborative, adaptable professional who thrives in ambiguity and can bring structure to a fast-paced, evolving environment. This role partners across Customer Experience & Sales, working closely with Customer Service and other business units, to analyze processes, facilitate improvement initiatives, and lead projects that transform the way OUC serves our customers.

In this role, you will:

• Facilitate workshops and working sessions to evaluate processes, uncover gaps, and recommend improvements.

• Lead initiatives that drive process transformation, change management, and customer-focused enhancements.

• Perform root cause analysis and translate findings into actionable, measurable solutions.

• Collaborate with IT and business stakeholders to leverage automation and technology, including Customer Information Systems (CC&B, MDM) and customer-facing platforms.

• Document and optimize workflows using Visio and project management tools (e.g., MS Project, Wrike).

• Apply customer journey mapping to identify friction points and improve the customer experience.

• Build consensus and maintain diplomacy when navigating complex or unstructured situations with diverse stakeholders.

• Understand utility and energy concepts, interdepartmental dependencies, and contact center operations to ensure initiatives align with business needs.

OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here ( to learn more about what we do.

The ideal candidate will have:

• Bachelor’s degree in Business, Business Process Improvement, or related field of study from an accredited college or university; two (2) years of additional experience (as described below) may replace each year short of the education requirement

• Minimum of five (5) years of experience in the utility industry or corporate environment to include three (3) years of experience in customer service, billing, or business process improvement

• Demonstrated success in leading initiatives, re-engineering processes, and driving change at a corporate level.

• Strong collaboration and relationship-building skills, with the ability to work across functions and diplomatically influence stakeholders .

• Proficiency with Visio (or similar tools) and project management methodologies; experience using MS Project or Wrike preferred.

• Experience with CC&B, MDM, and other customer-facing or contact center technologies .

• Familiarity with customer journey mapping and change management principles .

• Lean Six Sigma or Six Sigma Green Belt certification (must be obtained within 18 months of hire).

• Project Management Professional (PMP) certification preferred.

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

• Competitive compensation

• Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account

• Paid vacation, holidays, and sick time

• Paid parental leave

• Educational and Professional assistance programs; Paid Memberships in Professional Associations

• Access to workout facilities at each location

• Paid Conference and Training Opportunities

• Free downtown parking

• Hybrid work schedule

Click here to view our Benefits Summary. (

Salary Range: $92,000.00 to $115,000.00 per year commensurate with experience.

Location: “ The Greenest Building in Downtown”- Reliable Plaza ( , 100 W. Anderson St., Orlando, FL 32801

Please see below a complete Job description for this position.

Job Purpose:

Perform analysisacrossassigned Business Units andlead thefacilitation of business process improvementsessions acrossthe department(s) to identify issues andgaps for thepurpose of making recommendationsrelated to improving or changing business processes, policies and procedures to improve operational efficiencies, quality, service, and profitability. Many of these changes will involve leveragingautomationandtechnologyintheassignedBusiness Units.Developbusiness requirements, assistwithtest cases anduseracceptancetesting for system upgrades; change, createand/or maintain relateddocumentation. Collaborate withDigital Technology totranslatebusiness requirements into functional requirements. Perform research to identify process inefficiencies and stakeholder friction pointsthat cause unnecessary resource expenditures or stakeholder effort and recommend gap closure initiatives, policy, process, and procedure changes.

Primary Functions:

• ReviewbusinessproceduresandpoliciesrelativetoassignedBusinessUnits’business processes, systemsandtechnology and its associated functionality. Recommendnew or relevant changesto business processes, and promoteleveragingthe useof thetechnology to improvebusiness processes, productivity and efficiency as well as the stakeholder experience;

• Lead thefacilitationofbusinessprocessimprovementsessionsacrossthedepartment(s)toidentifyissuesandgapsforthepurposeofmakingbusinessprocessrecommendations;

• Developbusiness requirementsforsystemchanges;assistinpreparingtest cases,participate in UAT process; collaborate withDigital Technology andstakeholdersonfunctionalrequirements;

• ServeastheoperationalSubject Matter Expert (SME) resourcefor theassignedBusiness Unit systems,applications, oroperationsplanning;provideresearch,analysis,andbusinessprocess documentation to be used by the training team for users;

• Performworkflow reviews,participateand/orleademployeeinterviews,developand/orreview processflowswithothers toidentify dataflow breakdownsandprocess handoff inefficiencies;

• Perform indepthresearch,analysesandstudiesrelativetoprocessand performancedefectsas indicated by the data and/or interactions with peers and key stakeholders;

• Review business workflow andtrainingcontentandrecommendupdatestomanualsandjobaids relative to upcoming system, process, policy and procedure changes;

• Assist withtheassignedbusinessunitgovernanceforprocess,policy andproceduralchanges across the organization;

• Provideinputtoandcontentforchangecontrolcommunicationstoeducateandinformothers;

• Assist inthereviewandsolutionsforuser/system relatedtroubleticketsandexceptionreports; analyze, report on results and assistin implementation of change;

• Performdataanalysisandreportingonmetricsandtrends;

• Perform systematic andperiodic quality checkson/invariousareasof theassignedBusinessUnit capabilitiesand systemsin order to understandgaps and barriers to performance;

• Performotherdutiesasassigned.

Technical Requirements:

• Workingknowledgeofall,butnotlimitedto,thefollowing:

• Processimprovementmethodologyandsupportingtools;

• Processdevelopment,improvementanddocumentation;

• Businessrequirementsdevelopmentandinterpretation;

• UserAcceptanceTestingplanningandtestcasedevelopment;

• Dataanalysis, trends, reportingand interpretation from avariety of sourcestoreachinsightfulconclusions;

• Operationalmetrics,outcomeanddataanalysis;

• Customer experience journey mapping

• Familiarity withall,butnotlimitedto,thefollowing:

• Thedefine-measure-analyze-improve-control(DMAIC) approachtoidentify process inefficiencies and improvement opportunities;

• Changemanagementprinciplesandactivities;

• Relatedindustry,organizationalanddepartmentalpolicies,practicesandprocedures;legal guidelines, ordinances and laws;

• Project management principles and methodologies

• SoftwareApplications

• Develop,readandinterpret processflow documentation;useflow diagrammingsoftware, such as Visio, to document and present current and future processes;

• AdvancedExcelskillstoincludepivottables,V-lookup,andmodeling;

• MicrosoftOfficeSuite(PowerPoint, Word, Outlook, etc.) andstandard office equipment (telephone,computer, copier, etc.);

• Use project management software such as MS Project and Wrike

• Abilityto:

• Facilitatebusinessprocessworksessionswithvaryinggroupsize;

• Demonstratestronganalyticalabilityandattentiontodetail;

• Exhibitexcellentverbalandwrittencommunicationskills;

• Developandpresent impactfulpresentations;explainandanswerquestions,persuadeand influence target audience;

• Makearithmetic computationsusingwholenumbers,fractionsanddecimals,rates,ratiosandpercentages;

• Effectivelycollaborate with and build exceptional working relationships with stakeholders from different departments

• Understand Customer Experience & Sales operations, processes and interdepartmental dependencies

• Understand complex utility/energy concepts, processes, policies, and systems

Education/ Certification/ Years of Experience Requirements:

• Bachelor’sdegree inBusiness orrelatedfieldof study from anaccreditedcollegeoruniversity;In lieu of adegree,equivalent combinationof education, related experienceorcertificationsmay be substitutable on a 1:1 basis;

• Minimum of five (5) years of experience in process improvement or change management toinclude:

• Experience in research and data analysis business process improvements, operational efficiency, quality, service, profitability, leveraging automation and technology, business requirements and system upgrade testing;

• Experience with information systems or technology to include but not limited to customer information and billing systems, meter data management systems, contact center technologies, or customer facing technology;

• Experienceperformingandreportingonquantitativeandqualitativeanalysis;

• Utilityexperienceusing Oracle’s Utility Customer Care & Billing (CC&B) and Meter Data Management (MDM) Software(preferred);

• StructuredQueryLanguage(SQL)capability andreporting(preferred);

• Specialcertificationsortrainingtobecompletedwithintimeframeasindicated:

• Obtain Six Sigma or Lean Six Sigma Green Belt certification within 18 months of hire

Working Conditions:

This job is performed in an office work environment and is absent of disagreeable working conditions.

Physical Requirements:

This job consists of speaking, hearing, reading, typing and writing. This job requires frequent sitting, occasional standing and walking and may require lifting up to twenty (20) lbs., bending/ stooping, reaching over head.

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations .

EOE M/F/Vets/Disabled